Customer Success Manager, SWTCH

• 3+ years in Customer Success, Account Management, or a similar client-facing role, preferably within SaaS, Cleantech, or Real Estate
• Bilingual Fluency in English and French is strongly preferred
• Strong Communication: Excellent verbal and written skills, with the ability to explain platform features to both non-technical owners and site managers
• Problem-Solving Skills: A proactive mindset with the ability to navigate challenges and find creative solutions for customers
• Data Literacy: Comfortable using data to tell a story; experience with Excel and CRM tools (e.g., Salesforce, ChurnZero, Zendesk) to track customer progress
• Organizational Excellence: Ability to manage multiple accounts and projects simultaneously without losing sight of the details. Experience with both high-touch account management and scaled or digital customer engagement, such as pooled, tech-touch, or one-to-many models
• Passion for Sustainability: A genuine interest in the EV industry and helping transition the world to a cleaner energy future
• Education: Bachelor’s degree in Business, Communications, or a related field (or equivalent experience)

Desirable

• At SWTCH, we're on a mission to make electric vehicle (EV) charging accessible, reliable, and intelligent for everyone
• As a bilingual Customer Success Manager (CSM), you'll play a critical role in helping our customers get the full value of SWTCH's EV charging and energy management platform
• Those customers include real estate owners, utilities, municipalities, and enterprise partners
• You'll manage a dedicated portfolio of named accounts and also help support a pooled book of shared customers
• That means balancing high-touch relationship management with scalable, program-driven engagement, so every SWTCH customer gets a consistent, high-quality experience
• You'll drive value realization, customer adoption, and account health across the customer journey, for both your assigned and shared accounts
• As a trusted advisor, you'll align customer goals with SWTCH's solutions and work with teams across the company, and with your fellow CSMs, to deliver a seamless experience
• This role is ideal for a proactive, organized communicator who enjoys building relationships and solving problems, works well in a team, and wants to help customers make the transition to electric mobility
• Relationship Management: Build and maintain strong, long-term relationships with a portfolio of customers across the real estate, multifamily, and commercial sectors. Also support a pooled book of shared accounts alongside the broader Customer Success team
• Hybrid Coverage Model: Own day-to-day success for named accounts while taking requests, escalations, and engagement tasks from the pooled account queue. Keep a consistent, high-quality experience for every customer, whether or not they have a dedicated CSM
• Scaled Engagement: Run one-to-many programs for pooled accounts, such as webinars, email campaigns, office hours, and self-serve resources, to drive adoption and engagement efficiently
• Onboarding & Implementation: Lead the onboarding process for new assigned customers, ensuring smooth transitions from sale to active charging operations through milestone tracking and stakeholder alignment
• Customer Advocacy: Act as the "voice of the customer" internally, working with Product, Operations, and Support to resolve issues and influence the product roadmap. Surface trends that affect the wider customer base as well as individual accounts
• Value Realization: Hold regular check-ins and business reviews with assigned accounts, and deliver scalable value touchpoints to pooled accounts. Communicate impact, share usage insights, and help customers meet their sustainability and ROI goals
• Retention & Growth: Manage contract renewals and identify opportunities for account expansion, such as adding new charging stations or upgrading software features
• Health Monitoring: Track customer health metrics and adoption trends to proactively identify at-risk accounts and mitigate churn
• Documentation & Collaboration: Keep account notes, activity logs, and next steps clear and up to date in the CRM, so any team member can pick up a pooled account smoothly and handoffs work well
• Process Improvement: Help build Customer Success playbooks, pooled-account workflows, and resources that let us scale our operations as we grow
• Technical Liaison: Partner with our technical and support teams to help troubleshoot site-level issues and ensure customers understand how to use SWTCH’s reporting and management tools